Job Summary:
Manage the performance of services to team members ensuring that service levels are achieved and that customer satisfaction is met and / or exceeded. Ensure that the IT Support Officers are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet business requirements.
Duties & Responsibilities:
- Develop and maintain procedures for incident management, request fulfillment and access management across IT Support Officers and System Administrators
- Develop and communicate Service Level Agreements (SLAs) to internal team members and external stakeholders
- Track and report on individual and unit performance against SLAs
- Perform quality assurance of the customer service experience as well as incident management, request fulfillment and access management processes
- Develop and maintain procedures for problem detection, logging, categorization, prioritization, investigation and diagnosis for the creating a known error record and workarounds leading up to resolution and closure
- Manage budgets and execute on procurement related to computer hardware, software and services to satisfy requests or resolve incidents
- Design and implement training plans for initial orientation and continuous development of team members
- Develop and maintain support and troubleshooting documentation for IT Support Officers as well as end user support documentation, included but not limited to FAQs, quick reference guides and cheat sheets
- Identify potential user training gaps and recommend appropriate programs to increase computer literacy and self-sufficiency
- Develop and maintain daily, weekly, monthly, annual and ad-hoc checklists of system maintenance tasks and data Centre monitoring for optimal operations
Qualification & Experience:
- Bachelor’s Degree in Computer Science, Information Technology, and/or Engineering.
- Minimum five (5) years’ progressive working experience, preferably within a Financial Institution with 3 years’ Senior Supervisory or equivalent experience
- MCP -Microsoft Certified Professional
Skills & Competence:
Broad understanding of IT support environments, including:
End-user computing and desktop support
Basic networking and connectivity issues
Common enterprise applications and access management
Familiarity with service desk tools and ticketing systems
Working knowledge of ITIL practices, particularly: